United Airlines
Using Sentiment Analytics to Elevate Customer Experience and NPS for United Airlines
Imagine being able to understand how every passenger feels at every moment of their travel journey — from booking to boarding. For United Airlines, this vision became reality through a collaboration with accentedge, aimed at transforming customer experience and boosting Net Promoter Score (NPS).
By integrating Sentiment Analytics — a powerful combination of Artificial Intelligence (AI), computer vision, and behavioral data — accentedge helped United Airlines identify emotional touchpoints that shape customer satisfaction. The result: deeper insights, faster responses, and a measurable lift in overall brand sentiment.
Here’s how it worked:
- Passengers interacted with United’s digital touchpoints such as booking systems, kiosks, and online check-in portals.
- The AI-powered Sentiment Analytics tool analyzed non-verbal cues to assess real-time emotional responses while keeping all customer identities confidential.
- Each interaction was translated into a Persona, Journey, and Sentiment Score, revealing exactly where passengers felt delight — or frustration.
Armed with these insights, United Airlines could pinpoint problem areas and prioritize improvements across digital and service channels. This data-driven approach provided a clear path to enhancing customer satisfaction and increasing loyalty scores.
With Sentiment Analytics, accentedge enabled United Airlines to move beyond traditional surveys and reactive feedback loops. Now, they can see what customers feel — transforming emotion into actionable intelligence that drives higher NPS, stronger brand reputation, and sustained competitive advantage.